The banking industry has undergone significant changes that have fundamentally altered the competitive battlefield. With a focus on improving efficiencies, finding new revenue opportunities and improving the customer experience, five megatrends have arisen to impact banking in tectonic ways. They all are components of the digital banking transformation process – some being revolutionary while others are evolutions of trends already in process. In this webinar from MeridianLink, you'll learn how to deliver a world-class, omnichannel digital banking experience that's fast, responsive and frictionless. Read More about Is Your Credit Union Addressing the Digital Imperative?
Zeus Kerravala is founder and principal analyst with ZK Research. He spent 10 years at Yankee Group and prior to that held a number of corporate IT positions. All organizations want to provide the best customer experience, yet many don't know where to begin. It all starts with content, which drives every customer engagement. No matter the industry, customers and employees are increasingly demanding a personalized experience across different digital channels and devices.
Organizations are in a rush to simplify their customer experiences, and the move to digital-first to handle this is gaining momentum. ZK Research has found that 95% have at least one digital initiative underway and that 74% of companies have accelerated their plans by at least one year since the pandemic began. What is low-code and no-code? However, transforming a complex business process into a simple customer experience is challenging. Business processes are highly complex and often span multiple siloed departments.
Insurers that are heavily dependent on traditional business models have struggled over the past year with financial strain. But automation presents an opportunity to establish short-term successes to speed up recovery and long-term results that can stimulate growth by accelerating digital transformation. Customer expectations are at an all-time high as digital-native brands like Amazon continue to dominate and set standards that are difficult for other companies to copy. These standards don't only appear in business-to-consumer transactions but also in business-to-business transactions that include promoting product innovation and mix. Insurers strive to deliver high-quality customer experience, but there is still a gap between what customers expect and what insurers are delivering – especially when it comes to being available at all hours and on all channels.
Dynamics 365 Commerce, now in preview, delivers a complete omnichannel solution that unifies back-office, in-store, and digital experiences built on Dynamics 365 Retail capabilities. Retail is one of those industries that everyone can relate to. Shopping is ingrained in our daily lives, with today's consumer demanding engaging and integrated shopping experiences across storefronts–physical stores, online and mobile. As traditional commerce channels are disrupted and new ones emerge, shoppers have ever-greater control of their experience, from researching product price and quality to maximize the value of every dollar spent, to purchasing from the brand that offers the most personalized, convenient service. With this power shift comes a great opportunity for retailers.